TechSmith Relay (Hosted): Media stuck in the uploading or processing state.

Media sent to TechSmith Relay goes through a three-step process. This process is the same no matter if the media is sent from the TechSmith Relay Recorder, the TechSmith Fuse mobile app, or other programs like Snagit or Camtasia.

Step One: Submission

First, your device sends a request to TechSmith Relay. This request includes the media title, description, file type, and file name. When a submission request is complete, you should receive a link to your TechSmith Relay media, although often the media won’t be ready for viewing.

 

Step Two: Uploading

After the submission request is received and the link is created, the file still needs to be uploaded from your device. Depending on the size of the file and the speed of your Internet connection, this could take anywhere from a few seconds to several hours (in extreme cases).

 

Reasons why your upload may be slow, or even stuck:

  • Poor connection. We recommend a high-speed wired or Wi-Fi connection for large media uploads.
  • Lost connection. Make sure your device remains powered on and connected to the Internet during the upload step. If the device loses its connection or is powered down, the upload step will be put on hold until the device is on and connected again. On rare occasions, some devices may pause the upload process if they enter sleep mode. If a connection is ever lost, the upload should automatically resume once the connection is re-established.

 

Step Three: Processing

After TechSmith Relay has received the file, the media will be placed in the processing queue. This is a shared queue, so there may be other pieces of media “in line” ahead of yours. While media is waiting in the queue, it’s processing status will remain at 0%. This is normal, but if your media remains at 0% for more than a couple hours there may be something wrong with the file.

 

Once the video or image has been processed, it will be ready for viewing. It’s best to wait until the media has finished processing before sharing the link with others.

 

Additional notes:

  • The link to your media will never change. This means that you can compose email, create assignments in an LMS, or otherwise use the link while you wait for the media to complete the uploading and processing steps.
  • If your media is stuck in the upload step and the device is on and connected to the Internet, try restarting the device to refresh the connection.
  • If media becomes stuck at any step for more than a few hours and you’ve followed the troubleshooting suggestions in this article, please contact our support team for additional assistance.

 

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